Administration

UCX Administration
Inbound Call Control – Queue Priorities
IMPORTANT

This functionality is not supported on the Galaxy Mini hardware platform.

Overview

Queue Priorities provides the ability to operate queues as priority queues in addition to the normal FIFO mode. This gives the ability to queue a call not at the end of the queue but anywhere in the queue, according to the call’s priority. Now you can have just one queue servicing all the calls (more important and less important) with the right order.

The priority of a call entering a queue can be set in the Queue Priorities page before proceeding to the queue. By default, a caller’s priority is set to 0. Setting a higher priority will put the caller ahead of other callers already in a queue. The priority will apply to any queue that this caller is eventually directed to. You would typically set the destination to a queue, however that is not necessary. For example, you might set the destination of a priority customer DID to an IVR that is used by other DIDs, and any subsequent queue that is entered would be entered with this priority.

Configuration

To add a Queue Priority instance, perform the following steps:

  1. From the PBX tab, select PBX Configuration
  2. From the left side column, under Inbound Call Control, select Queue Priorities
  3. Fill in all the fields and press the Submit Changes button



FieldDescription
DescriptionEnter a descriptive name for this Queue priority instance
PrioritySelect the priority from 0 to 200 is the default.
DestinationWhere to route the call after setting the priority.

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